Workforce Manager

Role overview

This opportunity is being handled on behalf of a partner employer, which will manage applications and all follow-up steps. The hiring company is seeking a Workforce Manager located in Ireland.

You will play an important role in supporting the performance and scalability of a busy customer support function. In this position, you will own forecasting, scheduling, live operations, and workforce optimization across several support channels. The environment is highly data-led, and you will use analytics, operational insight, and monitoring of AI performance to help keep service levels aligned with business goals. The role suits someone who takes initiative, solves problems quickly, and can adapt to shifting demand while keeping operations efficient. You will work closely with support leadership and cross-functional partners to improve processes, refine staffing approaches, and strengthen the customer experience.

Key accountabilities

• Create and update workforce forecasts using historical performance, growth expectations, and channel-level support trends to maintain the right staffing levels.
• Build and maintain schedules across customer support channels while balancing efficiency with service-level targets.
• Track live adherence, occupancy, utilization, and queue health, then make same-day adjustments to preserve coverage and service quality.
• Manage daily queue operations, including routing logic, escalation paths, and support channel setup to improve ticket and chat movement.
• Measure workforce metrics such as SLA performance, average handle time, occupancy, utilization, and overall service results, then translate them into guidance for leadership.
• Review the performance of AI-assisted support tools, including containment, deflection, and customer satisfaction, and identify ways to improve them.
• Keep operational dashboards, reporting structures, and workforce management documentation current to support decision-making and consistency.
• Work with support leaders and operational teams to strengthen workforce strategies, increase productivity, and support future growth.
• Support continuous improvement by spotting bottlenecks, suggesting process changes, and promoting workforce management best practices.

Requirements

• At least 4 years of experience in workforce management, contact center operations, or a similar planning-focused operational role.
• Demonstrated experience in building forecasts, schedules, and capacity plans for customer support or service operations.
• Strong hands-on experience with live queue management, intraday monitoring, and workforce optimization.
• Advanced analytical ability, including skill in reviewing large datasets and turning insights into practical operational actions.
• Comfort using reporting and analysis tools such as Excel, Google Sheets, SQL, or similar platforms.
• Experience using AI-driven customer support tools and evaluating how they perform operationally.
• Clear communication and stakeholder management skills, with the ability to present insights in a concise and effective way.
• Familiarity with customer support platforms, workflow automation tools, and routing systems is preferred.
• Experience in SaaS, technology, or other fast-growth environments is an advantage.
• Ability to work well in a fast-moving, remote-first setting while balancing multiple priorities and operational needs.

Benefits

• Competitive compensation based on experience and expertise.
• Flexible remote working arrangement.
• Paid time off designed to support work-life balance.
• Health coverage that includes medical, dental, vision, and prescription benefits.
• Paid parental, maternity, bonding, and medical leave programs.
• Access to confidential mental health and wellness support resources.
• Retirement savings plan with employer contribution options, where applicable.
• Flexible spending and health savings account options, where available.
• Life and accident insurance for additional financial protection.
• Monthly wellness allowance for physical, mental, and personal well-being.
• Home office support to help create a productive remote workspace.
• Professional development and continuing education opportunities.
• A collaborative and supportive team culture with regular opportunities to connect and grow.

Application and data notice

The partner company manages the recruitment process and the next steps. Applications are reviewed through an AI-assisted matching process that ranks candidates against the role’s core requirements, and the resulting shortlist is shared with the hiring employer. Final decisions, interviews, and assessments are handled internally by the employer’s team.

By submitting an application, candidates acknowledge that their personal data may be processed to evaluate suitability and shared with the hiring employer. This is done under applicable data protection principles, including legitimate interest and pre-contractual measures where relevant. Candidate rights such as access, correction, deletion, and objection remain available. AI tools may also be used to support parts of the hiring workflow, including application review and resume analysis, but human judgment remains central to the final hiring decision.